The Rise of Digital Labor: Supporting Positive Customer Experiences in 2020
Are You Prepared to Manage A Digital Labor Workforce?
As we enter the digital era, customer expectations are changing and new technologies have emerged. The market for customer support is shifting to offer ways to automate and resolve customer issues more quickly through artificial intelligence (AI). This has led to the rise of the intelligent contact center, which uses modern AI technologies to provide an integrated interface for all supported communication channels between the enterprise—represented by human and/or software agents (bots)—and its customers.
This means that customer service and support leaders must adapt to the era of digital labor, where chatbots and other technologies can do what was once only possible through humans.
This guide will help customer service and support leaders prepare for the rise of digital labor and support personalized and consistent customer experiences.